Sr. Client Services Engineer, Authentication

Location: Ottawa, Canada

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

This is a hybrid full-time role in Ottawa, ON Canada.

Position Summary

As a member of a Global Support Success team, the Sr. Client Services Engineer will be instrumental in replicating complex customer problems, diagnosing possible causation, recommending remediation techniques, and managing level 2 to 3 customer interactions.  In addition, Sr. Technical Support Engineer will provide mentorship to support peers and be a backup resource for the team lead.   
 

The primary focus of this position is to assist with defining methodologies and processes that will improve the overall management of customer reported problems to the greatest degree possible.

The Sr. Client Services Engineer must be able to work under minimal supervision. This position will work closely with the global support teams, team lead, and core engineering teams to assure effective cross communication between the team for customer issue and will attend team calls to free up the team lead to focus more on the daily management of the support staff.  The Sr. Technical Support Engineer will also work closely with product and program managers, customers, and third party vendors as necessary, providing support throughout the customer issue lifecycle.
 

Physical Demands
 

•    Prolonged periods of sitting at a desk and working on a computer.    

Special Position Requirements

•    Ability to travel as required. 
•    Work 9AM – 5PM or 11AM to 7PM (EST hours)
•    Occasionally provide after hours and weekend support of products on an on-call.  The on-call function is shared across the entire team and proactively scheduled to allow conflicts to be resolved ahead of time and to ensure there ii no unnecessary burden on any particular engineer.

Key Areas of Responsibility 

•    Answer customers’ questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications in the areas of system configurations/setup, product functionality and bugs/enhancements/upgrades.
•    Advise customers, work to diagnose customer issues with Thales Encryption products, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.
•    Recommend solutions and workarounds to known problems and provide advice to customers on how to apply the solution or workaround.
•    Provide guidance and support on how to use Thales products with 3rd party solutions and supported integrations.
•    Reproduce previously unknown issues (if need be) and interface with the Client Services Product Champion providing the customer setup and steps to reproduce the issues.
•    Identify and document issues consistently and clearly using group tools.
•    Support implementation of hotfixes and patches to minimize risk of unexpected issues and insure that the fix resolves the customer problem.

Basic Qualifications

•    Bachelor’s degree in Engineering, Computer Science, or another relevant field of study; and / or equivalent experience.
•    Good understanding of
-Active Directory and LDAP–based directories.  
-RADIUS authentication and authorization traffic flow (IAS/NPS)
-Ability to analyze sniffer traces and be able to resolve routing and firewall issues.
-Networking skills like following but not limited to: TCPIP, knowledge of routing protocols (OSPF, RIP) etc.
-Good knowledge of OS concepts, Microsoft certifications will be added advantage, MS Exchange or SharePoint
-Knowledge of virtual environments (VMWare or equivalent)
-Databases (MSSQL, Oracle or MySQL)
-Broad understanding of configuring SSL VPN devices using Checkpoint, Cisco ASA/VPN, Juniper or Sonic-wall
-MS Windows Server and Linux
-MS IIS
-MS ISA, TMG, or UAG
-XML, .NET, SQL
-Ability to provide creative solutions and have a genuine interest in helping our customers and our partners succeed.
-5 to 7 years of industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in the area of network and data security products.

Preferred Qualifications

•    Familiarity with FIPS (Federal Information Processing Standards), and other NIST requirements.
•    Master’s degree in Engineering, Computer Science and or another relevant field of study. 
•    Database skills (Oracle and MS SQL Server).
•    Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage

What We Offer
 

Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following: 

Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.
Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.
Company paid holidays, vacation days, and paid sick leave. 
Voluntary Life, AD&D, Critical Illness, Long-Term Disability.
Employee Discounts on home, auto, and gym membership.

Why Join Us?
 

Say HI and learn more about working at Thales click here.

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Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.